It is unfortunate that this customer has experienced defects with both their chairs and their table top However, defective products are part of the business which is why we have procedures in place to service customers in these situations This customer elected to pick up their products at the time of purchase rather that paying for delivery and assembly service The delivery service also includes transportation in the event of any defects Since the customer picked up, they are responsible for the transportation of the products in the event of any defects This is how we service all of our customers A copy of our general policies are given out at the time of purchase that explains this as well This has also been explained to the customer Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of We have offered to drive to their home and exchange the table top for a transportation/delivery fee of $plus applicable taxes This is the same way we service all customers in this situation We feel that we have done our part in providing the available solutions to this customer to correct the defective products These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $fee and we will exchange the table for him That is all Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer Also, I attached notes from the company, [redacted] ***, who financed the furniture for the customer These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of Furniture Factory Direct internal comment log – Comments 08/07/- 14:30:- AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR 08/03/- 12:25:- EH - ms called stating that she had not received any update since JuneAdvised her that Sarah will be in tomorrow and I would have her call tomorrowEmily 06/16/- 15:46:- SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLINGMS WILL EMAIL ME PHOTOS SARAH 06/03/- 15:45:- SC - CUSTOMER PICKED UP PART 05/15/- 16:25:- EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRICEMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEETEMILY 05/14/- 16:38:- TS - Released for single ticket completion (9404485) 05/14/- 16:21:- TS - Customer Pickup Document Has Been Printed 05/14/- 15:20:- PM- Order Comments Was Added As [redacted] ***Order Comments Was Added As [redacted] Order Comments Was Added As [redacted] Order Comments Was Added As *** 05/14/- 15:15:- PM- Financing with RAC for authorization: KIMBERLY 05/14/- 15:15:- PM- Order Created 05/14/- 14:30:- PM- Quote Created 10/13/- 11:29:- EE- CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERYI SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACKAFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICEI CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUTI ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE 10/11/- 14:34:- EE- SPOKE WITH CUSTOMERLET HIM KNOW WE COULD DO DELIVERY FOR $AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITECUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR ITI LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN"I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP 09/30/- 12:17:- EE- LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE 09/29/- 13:27:- ZTB- Auto Transfer: T94128741*completed for of 5510- 09/27/- 12:13:- EE- I'M BRINGING UP THE TABLE TOP ON FRIDAYATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UPWILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO
Complaint: [redacted] I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM Sincerely, [redacted]
We will honor the customer's request and pick up the sofa that is currently in the customer's home.? We will issue a full refund as soon as the product is picked up and in our possession.? ?
All merch is Estimated times of arrival.? We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.? ?
Complaint: [redacted] I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage "Anything at all goes wrong, and this plan will cover it," he said At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie I took the first available date the service technician was available when I called on 5/which was not until 6/ Then on 6/I found out we would have company in town during that time and I called and asked to reschedule I was told the technician was going to be out of town for weeks and could not get to us until 7/1/ I and my wife resent the implication that we blatantly disregarded a scheduled appointment Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair." Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie Disappointing I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck And do what is right by us, the customer I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies Sincerely, [redacted]
Mr***,? ? Transportation/Delivery service is an option for our customers at any time.? Delivery however is not a free service.? It costs time and money and it is not free, even in the event of damaged or defective products.? Our policy is our policy.? You have been given adequate options to get the table fixed repeatedly, by many of our staff members.? These options are how we service our customers and our customers comply with this policy.? You are clearly not satisfied with these options and for that I sincerely apologize.? However, we do not let our customers dictate our policies and operating procedures simply because they do not like them.? I am sure this is not the response you are hoping for, however it is what we have to offer.? As I stated in my previous response, defective or damaged furniture happens.? It is part of the business.? So, we offer options that have already been given to you.? If a customer pays for delivery service, they also receive in-home warranty service.? If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own.? ? ? As far as the payments you are making, that is also an agreement you made with [redacted] ***, a different company that we coordinate with, at the time of your initial purchase.? This service offers customers who do not want to have a credit check the option to finance furniture.? The [redacted] contract you signed has the details of your payments at the price you agreed upon at that time.? This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments.? If you have an issue with your payment contract or how [redacted] reports to credit agencies, you will have to go through them for answers.? ? You have been given the final solutions.? We are doing exactly what we promise to do.? We ordered new parts for you and they are waiting for you to pick up.? You can pick them up or pay for us to deliver and exchange them.? ? ?
Complaint: [redacted] I am rejecting this response because:i spoke with Hillary at Montage in March 6,While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was receivedI have completed everything asked of meIn fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,as directed by Montage.? The poor customer service and disconnect is solely with Furniture Direct in Lacey.? I would like a call from a supervisor at the corporate level to resolve this seemingly simple issue Sincerely, [redacted] ***
We have contacted the customer and are making arrangement to have the issue resolvedThere isn't a good explanation as to why there is difference in the product as of yetWe buy from the same vendor, have for years, and have never had a problemIf they did change the construction or how the product operates, that was never disclosed to usWe have contacted their Manager and he is investigating the issueWe apologies for any inconvenience or frustration this may have caused the customerWe strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we canAgain our sincere apologies
It is unfortunate that this customer has experienced defects with both their chairs and their table top.? However, defective products are part of the business which is why we have procedures in place to service customers in these situations.? ? This customer elected to pick up their products at the time of purchase rather that paying for delivery and assembly service.? The delivery service also includes transportation in the event of any defects? Since the customer picked up, they are responsible for the transportation of the products in the event of any defects.? ? This is how we service all of our customers.? A copy of our general policies are given out at the time of purchase that explains this as well.? ? This has also been explained to the customer.? Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top.? The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up.? We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of? We have offered to drive to their home and exchange the table top for? a transportation/delivery fee of $plus applicable taxes.? This is the same way we service all customers in this situation.? ? We feel that we have done our part in providing the available solutions to this customer to correct the defective products? These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $fee and we will exchange the table for him.? That is all.? Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer.? ? Also, I attached notes from the company, [redacted] ***, who financed the furniture for the customer.? These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of ? Furniture Factory Direct internal comment log ?" ? Comments ? 08/07/- 14:30:- AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR ? 08/03/- 12:25:- EH - ms called stating that she had not received any update since JuneAdvised her that Sarah will be in tomorrow and I would have her call tomorrowEmily ? 06/16/- 15:46:- SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLINGMS WILL EMAIL ME PHOTOS SARAH ? 06/03/- 15:45:- SC - CUSTOMER PICKED UP PART ? 05/15/- 16:25:- EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRICEMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEETEMILY ? 05/14/- 16:38:- TS - Released for single ticket completion (9404485)? 05/14/- 16:21:- TS - Customer Pickup Document Has Been Printed? 05/14/- 15:20:- PM- Order Comments Was Added As [redacted] ***Order Comments Was Added As [redacted] Order Comments Was Added As [redacted] Order Comments Was Added As ***? 05/14/- 15:15:- PM- Financing with RAC for authorization: KIMBERLY ? 05/14/- 15:15:- PM- Order Created ? 05/14/- 14:30:- PM- Quote Created ? 10/13/- 11:29:- EE- CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERYI SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACKAFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICEI CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUTI ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE? 10/11/- 14:34:- EE- SPOKE WITH CUSTOMERLET HIM KNOW WE COULD DO DELIVERY FOR $AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITECUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR ITI LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN"I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP? 09/30/- 12:17:- EE- LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE? 09/29/- 13:27:- ZTB- Auto Transfer: T94128741*completed for of 5510-? 09/27/- 12:13:- EE- I'M BRINGING UP THE TABLE TOP ON FRIDAYATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UPWILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levelsI can not make excuses, our staff should have listened better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
We try our best to sell only value based quality furniture to our customersThat being said, all customers use and care for their furniture differentlyWe train our staff to be honest and forthcoming in every transactionWe do not and will not tolerate any misrepresentation of the product sold, or the services offered by our companyWe are sorry the customer feels like he was lied to, or that there was poor communicationWe would never permit that type of behavior form any associate that works for our companyThat is in fact grounds for immediate terminationAfter speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any mannerThe customer called reported concerns with the furniture on 5/19/They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it shouldWe then reviewed our policy with the customer and informed that we cover manufacture defects only for one yearAt that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/did his inspection of the furnitureThe service tech stated that there was no manufacture defect seen regarding the workmanship or materials usedHe also stated the frame and springs were intack and functioning as they shouldHe mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wearThe customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should beThe service tech tightened the legs on the ottoman to keep them from turningIt is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are inWe service customers daily as needed and we do not turn customers down just becauseWe apologize for any misunderstanding regarding the warrantyFurniture Factory Direct will only service or repair any furniture sold based upon our inspection of the itemFurniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is wear, or customer abuseWe have contacted the warranty service (Montage Furniture Services) the customer paid separate forThey have determined the customer will be allowed a replacement or reselection of the productThe customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused
Complaint: [redacted] I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degreeAs far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash areaI don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completedFurniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warrantyHowever, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warrantyI specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yesHe provided no additional clarification and I believe intentionally mislead us on the items we were buyingSo while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back onIt is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to usBy lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last oneOnly to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of to be exact at that time) So why a brand new one "couldn't" be ordered or delivered to us is bafflingTo this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items Sincerely, [redacted]
[redacted] , My name is Devin, a Manager at Furniture Factory Direct We spoke in person on the 2nd of April at the Lacey store I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the year warranty period The best solution I can provide was to order the replacement part for you at our employee discount This part is brand new and will fit your bed After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you Thank you for being our customer and accepting this solution When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery Thanks,
Complaint: [redacted] I am rejecting this response because:? Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree.? As far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area.? I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed.? Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.? ? Sincerely, [redacted] ? ?
Dear [redacted] ,? ? I am very concerned about your experience and take these matters seriously.? It is vital to our success that we accurately communicate the services we offer to each and every customer.? In this case, it sounds to me like the Sales person did not do a thorough job of explaining what the extended warranty covers for you.? I will do a breakdown of what that service covers and what it does not cover.? To start, I will go over things the warranty does not cover.? Any gradual damage done over time, such as cushion depression, accumulation of stains, dirt or odors that occur from daily use over time.? They do not cover rips or tears that occur ON A SEAM.? Pet damage to include pet bites, tears from claws.? While they will cover a stain from pet fluids or accidents, that is all they will do.? They cover the stain only.? They do not cover damages done that are reported outside of days of the damage occurring.? Any damage done while products are in a storage unit or during a move.? All of that said, they DO cover many other things.? Including, any defect, breakdown, or damage to your reclining mechanism and electrical components on your product.? Any rips, tears or stains that occur due to human accident.? Any breakage of frames.? All of these things are covered as long as they are reported within days of the issue happening.? I am sorry they won't cover the odor problem.? Furniture Factory Direct does not offer any warranty replacement for this type of issue either.? Although I will not be able to do any type of warranty replacement, I can offer you up to 30% another sofa in store, which will save you hundreds.? If you would like to pursue this offer, please respond and let me know.? I realize this is not the ideal resolution for you, however it is the best we can do.? Also, you current couch does still have the extended warranty in the event any other covered issues occur on your product for the remainder of the warranty period of years from the time you received your product.?
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably? on many levelsI can not make excuses, our staff should have listened better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
Complaint: [redacted] I am rejecting this response because:? ? IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!!? ? ? IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!!? ? ? ? ? ? ? ? IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING.? ? ? THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL.? ? THE ONLY PERSON FROM THE? STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL.? ? ? IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.? ? ? ? ? ? I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM.? ? ? Sincerely, [redacted]
We will not be reversing our decision Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final
I am rejecting this response because: Subject: Fwd: regarding your couch via Revdex.com [redacted] Date: Mon, Dec [redacted] here is the actual letter and inspection report the [redacted] FS inspector sent to them regarding my couchToday he stated they were lying to me because he doesn't even use words like resiliency David S [redacted] is his name and he is subcontracted by [redacted] They changed his report I informed you his inspection report stated something different than what they told youThere is no manufacturer foam in the seat of my couch [redacted] Sent from my iPhone Begin forwarded message: Thank you for your honesty! [redacted] ?? Sent from my iPhone On Dec 19, 2016, at 4:PM, Kelly S [redacted] < [redacted] > wrote: Hi there [redacted] , This is what we said on our report to [redacted] on November the center cushion on her sofa has failedwe need to replace the center cushion with a new Factory cushionour labor charge to install the cushion is $XXXher preferred way to repair this would be to replace the couch We requested that the part be supplied by the manufacturer and we would install it I hope this helps Best Wishes, Kelly S [redacted] New Creations USA 360-882- [redacted] Sincerely, [redacted]
It is unfortunate that this customer has experienced defects with both their chairs and their table top However, defective products are part of the business which is why we have procedures in place to service customers in these situations This customer elected to pick up their products at the time of purchase rather that paying for delivery and assembly service The delivery service also includes transportation in the event of any defects Since the customer picked up, they are responsible for the transportation of the products in the event of any defects This is how we service all of our customers A copy of our general policies are given out at the time of purchase that explains this as well This has also been explained to the customer Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of We have offered to drive to their home and exchange the table top for a transportation/delivery fee of $plus applicable taxes This is the same way we service all customers in this situation We feel that we have done our part in providing the available solutions to this customer to correct the defective products These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $fee and we will exchange the table for him That is all Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer Also, I attached notes from the company, [redacted] ***, who financed the furniture for the customer These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of Furniture Factory Direct internal comment log – Comments 08/07/- 14:30:- AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR 08/03/- 12:25:- EH - ms called stating that she had not received any update since JuneAdvised her that Sarah will be in tomorrow and I would have her call tomorrowEmily 06/16/- 15:46:- SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLINGMS WILL EMAIL ME PHOTOS SARAH 06/03/- 15:45:- SC - CUSTOMER PICKED UP PART 05/15/- 16:25:- EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRICEMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEETEMILY 05/14/- 16:38:- TS - Released for single ticket completion (9404485) 05/14/- 16:21:- TS - Customer Pickup Document Has Been Printed 05/14/- 15:20:- PM- Order Comments Was Added As [redacted] ***Order Comments Was Added As [redacted] Order Comments Was Added As [redacted] Order Comments Was Added As *** 05/14/- 15:15:- PM- Financing with RAC for authorization: KIMBERLY 05/14/- 15:15:- PM- Order Created 05/14/- 14:30:- PM- Quote Created 10/13/- 11:29:- EE- CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERYI SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACKAFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICEI CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUTI ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE 10/11/- 14:34:- EE- SPOKE WITH CUSTOMERLET HIM KNOW WE COULD DO DELIVERY FOR $AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITECUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR ITI LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN"I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP 09/30/- 12:17:- EE- LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE 09/29/- 13:27:- ZTB- Auto Transfer: T94128741*completed for of 5510- 09/27/- 12:13:- EE- I'M BRINGING UP THE TABLE TOP ON FRIDAYATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UPWILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO
Complaint: [redacted] I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM Sincerely, [redacted]
We will honor the customer's request and pick up the sofa that is currently in the customer's home.? We will issue a full refund as soon as the product is picked up and in our possession.? ?
All merch is Estimated times of arrival.? We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.? ?
Complaint: [redacted] I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage "Anything at all goes wrong, and this plan will cover it," he said At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie I took the first available date the service technician was available when I called on 5/which was not until 6/ Then on 6/I found out we would have company in town during that time and I called and asked to reschedule I was told the technician was going to be out of town for weeks and could not get to us until 7/1/ I and my wife resent the implication that we blatantly disregarded a scheduled appointment Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair." Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie Disappointing I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck And do what is right by us, the customer I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies Sincerely, [redacted]
Mr***,? ? Transportation/Delivery service is an option for our customers at any time.? Delivery however is not a free service.? It costs time and money and it is not free, even in the event of damaged or defective products.? Our policy is our policy.? You have been given adequate options to get the table fixed repeatedly, by many of our staff members.? These options are how we service our customers and our customers comply with this policy.? You are clearly not satisfied with these options and for that I sincerely apologize.? However, we do not let our customers dictate our policies and operating procedures simply because they do not like them.? I am sure this is not the response you are hoping for, however it is what we have to offer.? As I stated in my previous response, defective or damaged furniture happens.? It is part of the business.? So, we offer options that have already been given to you.? If a customer pays for delivery service, they also receive in-home warranty service.? If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own.? ? ? As far as the payments you are making, that is also an agreement you made with [redacted] ***, a different company that we coordinate with, at the time of your initial purchase.? This service offers customers who do not want to have a credit check the option to finance furniture.? The [redacted] contract you signed has the details of your payments at the price you agreed upon at that time.? This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments.? If you have an issue with your payment contract or how [redacted] reports to credit agencies, you will have to go through them for answers.? ? You have been given the final solutions.? We are doing exactly what we promise to do.? We ordered new parts for you and they are waiting for you to pick up.? You can pick them up or pay for us to deliver and exchange them.? ? ?
Complaint: [redacted] I am rejecting this response because:i spoke with Hillary at Montage in March 6,While on the phone she called Furniture Factory Direct And confirmed the reselect authorization was receivedI have completed everything asked of meIn fact, I went into the Lacey store and decided on the chair I would like to replace my recliner on February 26,as directed by Montage.? The poor customer service and disconnect is solely with Furniture Direct in Lacey.? I would like a call from a supervisor at the corporate level to resolve this seemingly simple issue Sincerely, [redacted] ***
We have contacted the customer and are making arrangement to have the issue resolvedThere isn't a good explanation as to why there is difference in the product as of yetWe buy from the same vendor, have for years, and have never had a problemIf they did change the construction or how the product operates, that was never disclosed to usWe have contacted their Manager and he is investigating the issueWe apologies for any inconvenience or frustration this may have caused the customerWe strive to make sure there is a consistent flow of product and we would never intentionally substitute a different product than what the customer see's in our stores We believe this to a manufacturers error and we will get to the bottom of the problem as soon as we canAgain our sincere apologies
It is unfortunate that this customer has experienced defects with both their chairs and their table top.? However, defective products are part of the business which is why we have procedures in place to service customers in these situations.? ? This customer elected to pick up their products at the time of purchase rather that paying for delivery and assembly service.? The delivery service also includes transportation in the event of any defects? Since the customer picked up, they are responsible for the transportation of the products in the event of any defects.? ? This is how we service all of our customers.? A copy of our general policies are given out at the time of purchase that explains this as well.? ? This has also been explained to the customer.? Notes from this customer’s account in our system are copied and pasted below to indicate that we have ordered new seat cushions for the customer which they have already picked up, and also we have ordered them a new table top.? The new table top is waiting at the location the customer picked up at in Everett for the customer to pick up.? We have been attempting to contact the customer numerous times to get them to pick up the table top to get them taken care of? We have offered to drive to their home and exchange the table top for? a transportation/delivery fee of $plus applicable taxes.? This is the same way we service all customers in this situation.? ? We feel that we have done our part in providing the available solutions to this customer to correct the defective products? These options will not be altered and the customer can choose to either pick up the table top at the Everett location, or pay a $fee and we will exchange the table for him.? That is all.? Below you will find a record of notes in the customer’s account that indicate this information has already been given to the customer.? ? Also, I attached notes from the company, [redacted] ***, who financed the furniture for the customer.? These notes also indicate the customer has been contacted multiple times and directed to contact Furniture Factory Direct to get the defects of their products taken care of ? Furniture Factory Direct internal comment log ?" ? Comments ? 08/07/- 14:30:- AR - INFORMED [redacted] TABLE IS READY FOR PICKUP..AR ? 08/03/- 12:25:- EH - ms called stating that she had not received any update since JuneAdvised her that Sarah will be in tomorrow and I would have her call tomorrowEmily ? 06/16/- 15:46:- SC - MS CALLED TO REPORT THAT THE DINING TABLE TOP WAS BUBBLINGMS WILL EMAIL ME PHOTOS SARAH ? 06/03/- 15:45:- SC - CUSTOMER PICKED UP PART ? 05/15/- 16:25:- EH - CUSTOMER CALLED STATING THAT WHILE ASSEMBLING THEIR FURNITURE THEY NOTICED ONE OF THE SEAT CUSHIONS HAD A PUNCTURE IN THE FABRICEMAILED [redacted] AND ADDED REPLACEMENT SEAT CUSHION TO SPREADSHEETEMILY ? 05/14/- 16:38:- TS - Released for single ticket completion (9404485)? 05/14/- 16:21:- TS - Customer Pickup Document Has Been Printed? 05/14/- 15:20:- PM- Order Comments Was Added As [redacted] ***Order Comments Was Added As [redacted] Order Comments Was Added As [redacted] Order Comments Was Added As ***? 05/14/- 15:15:- PM- Financing with RAC for authorization: KIMBERLY ? 05/14/- 15:15:- PM- Order Created ? 05/14/- 14:30:- PM- Quote Created ? 10/13/- 11:29:- EE- CUSTOMER CALLED LAST NIGHT ASKING IF WE DISMANTLE AND REASSEMBLE THE TABLE WHEN THEY PAY FOR DELIVERYI SAID THAT WAS MY UNDERSTANDING, BUT I'D CONFIRM WITH MY DELIVERY MANAGER AND CALL HIM BACKAFTER SPEAKING TO JUAN, HE SAID THEY WOULD DO THAT SINCE CUSTOMER WAS PAYING FOR THE SERVICEI CALLED CUSTOMER BACK AT HIS PRIMARY NUMBER BUT VOICEMAIL WAS FULL SO I CALLED ALTERNATE NUMBER AND LEFT MESSAGE ABOUT WHAT I FOUND OUTI ALSO REMINDED HIM THAT IF HE DIDN'T WANT TO PAY FOR THE DELIVERY, HE WAS ALWAYS FREE TO BRING THE TOP BACK TO THE STORE AND I COULD SWITCH IT FOR THE NEW ONE WAITING HERE? 10/11/- 14:34:- EE- SPOKE WITH CUSTOMERLET HIM KNOW WE COULD DO DELIVERY FOR $AND THEY'D TAKE BACK THE OLD TOP OR HE COULD COME BY AND SWITCH IT OUT ONSITECUSTOMER SAID HE WANTED DELIVERY BUT WOULDN'T PAY FOR ITI LET HIM KNOW THOSE WERE THE ONLY TWO OPTIONS AND HE STATED "YOU HAVE TO FIGURE IT OUT, THEN"I REITERATED THAT THOSE WERE THE ONLY TWO OPTIONS AND HE JUST SAID "FINE" AND HUNG UP? 09/30/- 12:17:- EE- LEFT MESSAGE ON ALTERNATE PHONE THAT TABLE TOP IS READY FOR EXCHANGE AT EVERETT STORE? 09/29/- 13:27:- ZTB- Auto Transfer: T94128741*completed for of 5510-? 09/27/- 12:13:- EE- I'M BRINGING UP THE TABLE TOP ON FRIDAYATTEMPTED TO CALL CUSTOMER AND LET THEM KNOW, BUT MAILBOX IS FULL AND NO ONE PICKED UPWILL PARTNER WITH [redacted] TO SEE IF THEY HAVE ALTERNATE CONTACT INFO
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably on many levelsI can not make excuses, our staff should have listened better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
We try our best to sell only value based quality furniture to our customersThat being said, all customers use and care for their furniture differentlyWe train our staff to be honest and forthcoming in every transactionWe do not and will not tolerate any misrepresentation of the product sold, or the services offered by our companyWe are sorry the customer feels like he was lied to, or that there was poor communicationWe would never permit that type of behavior form any associate that works for our companyThat is in fact grounds for immediate terminationAfter speaking to the Store Manager regarding this employee she assures me that there was no history with this sales person regarding misleading customers in any mannerThe customer called reported concerns with the furniture on 5/19/They stated they sat down, heard something break, thought springs were warn, and the piece sat lower than it shouldWe then reviewed our policy with the customer and informed that we cover manufacture defects only for one yearAt that point a service was scheduled to come to the customer’s home to inspect the furniture in question to determine the best course of action to take The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015.The service tech that went to the customer home on 7/1/did his inspection of the furnitureThe service tech stated that there was no manufacture defect seen regarding the workmanship or materials usedHe also stated the frame and springs were intack and functioning as they shouldHe mentioned the cushions were compressed from use, a hole worn in the deck cover, a hole worn in the back of the cushion lining which are not defects they are caused by use and wearThe customer stated that the pieces wouldn’t stay together, but the service tech couldn’t unfasten the piece, they were in fact locked together as they should beThe service tech tightened the legs on the ottoman to keep them from turningIt is never our intention to not service a customer if warranted or needed during that one year if a customer has a true defect, that’s the business we are inWe service customers daily as needed and we do not turn customers down just becauseWe apologize for any misunderstanding regarding the warrantyFurniture Factory Direct will only service or repair any furniture sold based upon our inspection of the itemFurniture Factory Direct reserves the right to refuse service or repair based on the condition of the item being serviced or repaired if it is determined to not be a manufactures defect, that it is wear, or customer abuseWe have contacted the warranty service (Montage Furniture Services) the customer paid separate forThey have determined the customer will be allowed a replacement or reselection of the productThe customer called again and we have advised the customer that Montage Furniture Services are allowing them reselection or replacement and they will be notified by that company regarding how to procede.Again our apologies for any frustration this may have caused
Complaint: [redacted] I am rejecting this response because: Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degreeAs far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash areaI don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completedFurniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warrantyHowever, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warrantyI specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yesHe provided no additional clarification and I believe intentionally mislead us on the items we were buyingSo while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back onIt is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to usBy lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last oneOnly to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of to be exact at that time) So why a brand new one "couldn't" be ordered or delivered to us is bafflingTo this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items Sincerely, [redacted]
[redacted] , My name is Devin, a Manager at Furniture Factory Direct We spoke in person on the 2nd of April at the Lacey store I apologize for not being able to offer a warranty service due to the fact the purchase is now outside the year warranty period The best solution I can provide was to order the replacement part for you at our employee discount This part is brand new and will fit your bed After talking with you on the phone today, I will also ensure this gets dropped off at your home at no charge to you Thank you for being our customer and accepting this solution When the part arrives you will receive a phone call from a representative at the Lacey location who can schedule the drop delivery Thanks,
Complaint: [redacted] I am rejecting this response because:? Hi,Furniture Factory Direct is completely lying about the whole case.The kind of damages furnitures have, can't be caused by individual at allI can share the initial pictures I sent over or they can send the complete package of pictures to Revdex.comWhy somebody will have extensive damages on new furniture and that too on day one???When Furniture Factory Direct sent the technician, their intent was to fix/repair the furniture as it was told to meTechnician was not the investigatorHe didn't do anything in that regard to fix.Whether one piece is damaged or all pieces, how come it became customer's problem? All damages are inconsistent and all pieces are not damaged to same degree.? As far as this theory of furniture pieces in truck goes and nothing was damaged, is totally new thingI don't think there is any truck route from where furniture was made to United StatesI was told by Furniture Factory Direct's customer service supervisor that it is very common to get furniture damaged when this comes from far countries in containerThese are the exact same wordsI was assured that this will be replaces soon.Furniture Factory Direct didn't open the furniture for customer inspection before dispatching the furniture to customerHow come they say that furnitures was okay when it was handed overWas this second market furniture and repacked to customer? Whole packaging is lying down in house's trash area.? I don't know for how many days furnitures which was given to me was lying down in warehouse and under what conditions and how was the handling overall?? and how was the handing in multiple transits etc??At one point I was told that Manufacture has denied the claim even though technician visit was completed.? Furniture Factory Direct didn't respond to my repeated calls, emails on multiple occasionsFurniture Factory Direct never gave me the straight forward answerFurniture Factory Direct has told me multiple versions of lie to close this claimAnd now it is a new story being told.Only good outcome which is surprising to me is that Furniture Factory Direct responded very quickly on thisI am not sure of the reasons for this but that never happened with me when I called Furniture Factory Direct multiple times.I need entire furniture replaces or my entire money back at the earliest.? ? Sincerely, [redacted] ? ?
Dear [redacted] ,? ? I am very concerned about your experience and take these matters seriously.? It is vital to our success that we accurately communicate the services we offer to each and every customer.? In this case, it sounds to me like the Sales person did not do a thorough job of explaining what the extended warranty covers for you.? I will do a breakdown of what that service covers and what it does not cover.? To start, I will go over things the warranty does not cover.? Any gradual damage done over time, such as cushion depression, accumulation of stains, dirt or odors that occur from daily use over time.? They do not cover rips or tears that occur ON A SEAM.? Pet damage to include pet bites, tears from claws.? While they will cover a stain from pet fluids or accidents, that is all they will do.? They cover the stain only.? They do not cover damages done that are reported outside of days of the damage occurring.? Any damage done while products are in a storage unit or during a move.? All of that said, they DO cover many other things.? Including, any defect, breakdown, or damage to your reclining mechanism and electrical components on your product.? Any rips, tears or stains that occur due to human accident.? Any breakage of frames.? All of these things are covered as long as they are reported within days of the issue happening.? I am sorry they won't cover the odor problem.? Furniture Factory Direct does not offer any warranty replacement for this type of issue either.? Although I will not be able to do any type of warranty replacement, I can offer you up to 30% another sofa in store, which will save you hundreds.? If you would like to pursue this offer, please respond and let me know.? I realize this is not the ideal resolution for you, however it is the best we can do.? Also, you current couch does still have the extended warranty in the event any other covered issues occur on your product for the remainder of the warranty period of years from the time you received your product.?
First of all I like to apologize for any misunderstanding or frustration this may have cause our customerWe strive to give the customer the best possible shopping experience possible, but it appears we failed miserably? on many levelsI can not make excuses, our staff should have listened better, and done everything we could to make sure the correct product was available, sold correctly, and then delivered correctlyI will have no problem refunding the $to the customer for they're inconvenienceI will most certainly correct this behavior at the store with our staffAgain, our sincere apologies!
Complaint: [redacted] I am rejecting this response because:? ? IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!!? ? ? IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!!? ? ? ? ? ? ? ? IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING.? ? ? THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL.? ? THE ONLY PERSON FROM THE? STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL.? ? ? IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.? ? ? ? ? ? I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM.? ? ? Sincerely, [redacted]
We will not be reversing our decision Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final
I am rejecting this response because: Subject: Fwd: regarding your couch via Revdex.com [redacted] Date: Mon, Dec [redacted] here is the actual letter and inspection report the [redacted] FS inspector sent to them regarding my couchToday he stated they were lying to me because he doesn't even use words like resiliency David S [redacted] is his name and he is subcontracted by [redacted] They changed his report I informed you his inspection report stated something different than what they told youThere is no manufacturer foam in the seat of my couch [redacted] Sent from my iPhone Begin forwarded message: Thank you for your honesty! [redacted] ?? Sent from my iPhone On Dec 19, 2016, at 4:PM, Kelly S [redacted] < [redacted] > wrote: Hi there [redacted] , This is what we said on our report to [redacted] on November the center cushion on her sofa has failedwe need to replace the center cushion with a new Factory cushionour labor charge to install the cushion is $XXXher preferred way to repair this would be to replace the couch We requested that the part be supplied by the manufacturer and we would install it I hope this helps Best Wishes, Kelly S [redacted] New Creations USA 360-882- [redacted] Sincerely, [redacted]